Manager - Service / Operations Manager - Level III / no-360

4070 Basel, St. Johann
Start Date: 
End Date: 
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For our customer located in Basel/Switzerland we are currently looking for (m/f) a Manager - Service / Operations Manager - Level III

  • Type of placement:  12 months, external contract with possible long term extension
  • Company:  major Pharma company in Basel/ST. Johann area
  • Salary:  level 2, please ask us for the exact rate range 

(monthly all in salary levels in CHF,  level1= 5-10k , level2=10-15k,  level3= >15k)



Job Title:

Team Lead/Application Service Manager


  • Leading and facilitating a team of global external personnel to provide 1st, 2nd and 3rd level support of IT solutions within the Research of our customer and Early Development environment which includes business partners and applications within Discovery, Preclinical GLP and nonGLP, Genomics, Genetics and Animal Management areas
  • Act as an Application Service Manager (ASM) to implement and maintain service quality for Research applications



Team Lead

  • Provide leadership and facilitation of responsible support group for solution delivery and application maintenance
  • Ensure stable operations of the Research application portfolio
  • Gather and provide application metrics
  • Ensure IT solutions meet business expectations regarding quality, performance, costs, reliability, security and meet regulatory requirements (GxP) and NIBR quality standards of our customer
  • Ensure the application and adherence of existing NIBR processes and global IT standards of our customer for system development and maintenance
  • Promote the understanding, development, and utilization of corporate and industry best practices to improve operational efficiency
  • Interface with various NX and IT groups of our customer, external suppliers and vendors
  • Advise NX regarding new IT solutions, realization priorities and implementation processes
  • Understand the dependencies and linkage between processes, systems and projects Application Service Manager (ASM):
  • Handle application service requests for various in-house developed and COTS Research applications (e.g. Pristima LIMS, Watson LIMS, Topaz Technology)
  • Tracks, troubleshoots and resolve application incidents and problems. Support problem resolutions by close collaboration with the various levels of support
  • Ensure that all requests addressed by application users are handled according to agreed SLAs.
  • Ensure compliance of a GxP application’s operation and maintenance during its operational life
  • Develop and/or maintain relevant application documentation and supporting tools throughout the application lifecycle
  • Support test, Computer System Validation and rollout activities within planned application changes and maintain relevant documentation based on the application/business expertise
  • Design, develop and provide customer training sessions and workshops for supported applications as needed (also writing & maintaining Training Manuals). Provide user support and guidance to customers through consulting, teaching and publication of documentation for different applications globally
  • Liaise with customer groups and dedicated IT functions to optimise user support
  • Ensure close collaboration with appropriate system owners and key stakeholders in business
  • May participate in the evaluation of new software packages and/or application changes:

  • Identifies and specifies the application requirements

  • Implements and tests prototypes
  • Applies installation quality assurance tests and assures consistency with standards
  • Applies appropriate testing procedures and scripts
  • Smooth transition of projects into operations and relationships to key stakeholders.



  • Manage operations & support, service quality, application optimization and maintenance of a dedicated Research area or group of applications
  • A key driver for customer satisfaction in his/her domain of support
  • Can lead application service management activities
  • Work independently or within a team
  • Lead and coach a team and less experienced support staff
  • Strong written and verbal communication skills




  • University working and thinking level, degree in computer science or comparable education/experience
  • >= 6-8 years of experience in an application support organization
  • Sound knowledge/understanding of supported business domain
  • Experience in System Life Cycle Management (e.g. business analysis for operational systems, optimize systems, manage changes)
  • Experience with best practices in IT Service Management (ITIL), CRM or customer service excellence



  • Programming languages: C#, Java, JavaScript, and/or Python
  • Web development frameworks and platforms: ASP.NET, Node.js, JBoss AS/WildFly
  • Operating Systems: Windows7/10, Windows Server 2008 – 2012, IIS, Tomcat, LINUX
  • Web Server: IIS, Tomcat
  • Database: Oracle 11 and higher, mySQL, SQL queries using relational database concepts and principles, db optimization
  • Reporting: Crystal, Business Objects
  • LIMS: InVivo LIMS: Pristima LIMS, Debra LIMS, Watson LIMS
  • Animal Management: Topaz Elements and MOSAIC
  • Modelling: GastroPlus, ADMET Predictor and WinNonlin


Kindly be informed that this job offer  is from our customer in Switzerland. Therefore we can only accept applications within the EU or applicants with Swiss work permissions.  
Please attach your CV in Word format. 
SimplyVision is looking forward to your application.